Hidden City®: Hidden Object Adventure

Question: After the 1.39.3900 update the screen resolution has changed and I have to scroll the scenes while searching. What should I do?

Answer: Our Technical Team is aware of the problem, and they are currently working out the solution for it. We will keep you updated on this matter via our help desk and notify you by email. 

Question: The progress of my mini-event has been reset. What should I do?

Answer: We are already investigating the cause of the issue. If you've experienced a similar problem, please report it by clicking the Send Feedback button in the G5 Friends menu. 

Question: The game gives me error messages when I'm trying to launch it via Facebook Gameroom. What should I do?

Answer: We are working to resolve this issue ASAP and we will keep you updated on this matter. Thank you for your patience!

Question: After the update my game crashes during investigations. What should I do? 

Answer: We're working on resolving this issue and would appreciate your help. Please report such instances to our Support Team at support@g5e.com and enclose the following information:

• Your G5 Friends Player Login.
• The email address associated with your G5 Friends profile.
• Your device model and firmware version.
• Your IDFA number.

Question: Mini-event or daily task hasn't appeared in my game. What should I do?

Answer: Our Technicians are investigating the causes of this issue and working to resolve it soon. If you've experienced a similar problem, please contact us at support@g5e.com and include the following details: 

• Your G5 Friends Player Login.
• The email address associated with your G5 Friends profile.
• Your device model and firmware version.
• Your IDFA number. 

Question: My game freezes in locations when the Lunar Lens booster is activated. What should I do?

Answer: Once the tutorial for the Lunar Lens booster appears, the game will not allow any further actions until the tutorial is finished. Try zooming in the location with your touchpad or mouse wheel. 

Question: The items necessary to complete the goals of the current mini-event don't drop at the City locations. What should I do? 

Answer: Please try restarting the application to have this issue fixed. Also, note that it may take several attempts to get the required items. 

Question: My Daily Task list counters aren't working correctly. What should I do?

Answer: We are doing our best to resolve this error as quickly as possible. If you've experienced similar issues, please contact our Support Team at support@g5e.com with your details.

Question: My progress of the current Special Event was reset. What should I do?

Answer: Please provide the following details to our Support Team at support@g5e.com:

• Specify your G5 Friends Profile Login 
• The email address associated with your G5 Friends profile 
• The date when you've run into the problem
• The number of stars or items you had in the game

After getting this information, it may take us up to several business days to investigate this issue and restore your game progress. While we are devising a solution, please avoid launching the game until you get further notice from us.

Question: My game crashes once I finish investigating locations. What should I do?

Answer: Our Technical Team has resolved this issue. To have the fix applied, make sure you have a stable Internet connection and then launch the app. You may need to restart the app several times to ensure its optimal performance. If the problem reoccurs, please do not hesitate to contact our Support Team at support@g5e.com - we’ll gladly assist further.

Question: After the 1.28.2800 update I cannot collect the rewards from the totems charged by friends until they are fully charged. What should I do?

Answer:  Our Technical Team recently fixed an issue with incorrect totem charging, and the process you’re experiencing now is actually the correct one, as it was originally designed.

You will be able to get the bonus from the totems charged by your friends as soon as the totem is fully charged. You can tap on the totem and check the time when it is going to be charged.

Question: The language in my game on Facebook has changed to English. What should I do?

Answer: Please be informed that our Technical Team is aware of this issue and they are working on fixing it as quickly as possible. In the meantime you may try one of the workarounds listed below.

In case you’re using Chrome browser, please follow these steps to overcome it:
1. Launch your Chrome browser on your device and navigate to the menu button on the top-right side of your Chrome window. Three stacked dots represent the menu button.
2. Select Settings. Once you’re in the Settings menu, scroll down to the bottom of the list and click on Advanced to display additional options.
3. Scroll down to the Languages menu. Locate the Language option and click on the downward arrow on the right to see display more options.
4. Locate the language you would like to use and click on the three stacked dots on the right.
5. Select Move to the top.
6. Refresh the page with the game after performing the actions above.

To change the language in your Mozilla Firefox browser, please follow these steps:
1. Open Mozilla Firefox on your device.
2. Click Firefox Settings at the top-right side of your browser window (Settings are shown as three parallel lines) and click on the Options menu.
3. Scroll down the Languages menu, click on the Choose button. You should now see your current language(s) in order of preference from top to bottom.
4. Locate the language you would like to use and click on the Move Up button. Click OK.
5. Refresh the page with the game after performing the actions above.

In case you’re using Safari browser, please follow the steps:
1. Launch System Preferences from your Dock or Apple menu and then click "Language & Region”.
2. Select the language you would like to use and drag it to the top of the list.
3. Close your System Preferences window once your language has been set. If Safari was open while you made the changes, quit it and then open it again to reset the browser to your new preferences.

In case you’re using any other browser, please contact us at support@g5e.com specifying the browser you’re running on your device, and we’ll provide you with further instructions.

Question: The rubies I had in my game have disappeared. What should I do?

Answer: To help us reinstate your missing rubies as quickly as possible, please contact us at support@g5e.com with the following details:

• Specify the exact date the issue occurred.
• Provide us with a screenshot of your main game board.
• How many rubies did you lose? Please send us the receipts for the missing rubies.
• Provide your G5 Friends Player profile information and your IDFA (Identifier for Advertisers) 

You can send us your G5 Friends Player profile information together with your IDFA number in the following way:

• Launch the game.
• Select the “Friends” icon at the bottom of the screen on your main game board.
• Select the green “Send Feedback” button in the upper right-hand corner of the screen.
• Type the number of your initial request.
• Select “Send” to transmit your information to us; 
• Update your initial request.

We sincerely apologize for the inconvenience this caused, and we greatly appreciate your assistance with the reinstatement process.

Question: I have already played this game on my previous device and now I’ve got a new one. How can I transfer the game progress I’ve already made to it?

Answer: In order to restore your game progress, please log into your G5 Friends account. You can do it in the following way:

• Tap on the 'Friends' icon at the bottom of the screen on your main game board.
• In a new window tap 'My Profile' in the very bottom of the screen.
• Tap on 'Change Player' in order to log in with the Player Login and password you used in your game before.
• Tap on 'Sign in' to confirm.

Question: I am experiencing some technical problems with the game. What should I do?

Answer: If you are having problems opening the game, please contact our Support Team at support@g5e.com with the detailed description of your issue for us to investigate your matter as quickly as possible. 

Question: The game doesn’t run after installation or shuts down during play.

Answer: To ensure optimal performance of the game, it is recommended that you restart your device after installing a new application.

Question: My progress was set back along with the collection items and inventory. What should I do?

Answer: Please provide the following details to our Support Team at support@g5e.com:

• Specify your G5 Friends Profile Login 
• The email address associated with your G5 Friends profile 
• The level you've reached in the game

After getting this information, it may take us up to several business days to investigate this issue and restore your game progress. While we are devising a solution, please avoid launching the game until you get further notice from us.

Question: I did not receive the purchase in the game. What should I do?

Answer: Please provide us with the details below at support@g5e.com, so we could resolve your issue:

• Purchase receipt
• Your G5 Player Login.
• Your device model and the number of OS version.
• Your IDFA number.

Question: My game has been crashing during the download or after clicking on the "Continue to game" button. What should I do?

Response: Our Technical Team is aware of the issue and they are currently investigating the cause of it. We would appreciate your help, please contact our Support Team at support@g5e.com and specify the following information:

• Your G5 Friends Profile Login
• The email address associated with your G5 Friends profile
• The level you've reached in the game
• Your IDFA number.

Question: I updated my game and when I tap on any location, I receive the error message “Content is in download queue!”. The quests’ icons are shown as chests, and I can see only monsters’ silhouettes instead of the monsters’ full image.

Answer: Please try to free about 3 GB storage on your device and close all running applications. Please wait some time for the game content to be completely downloaded and all icons/ images to be displayed correctly. Make sure that your internet connection is stable and restart the game to ensure its correct operation. 

Question: I want to complete the quest and when I tap on “Show me” button, the error message “This content is not yet available for download” appears on the game screen.

Answer: In order to eliminate the error message and proceed with the quest, please restart the application. Please note that you need to have a stable internet connection while restarting the app.

Question: I'm currently running Windows 8.1 on my PC and I can't update my game to the 1.18.1800.0 version. What should I do?

Answer: Please be informed that starting from the 1.18.1800.0 game version the game requires Windows 10 or later. We are always striving to improve our games and new game features are becoming more and more demanding of system requirements, that is why the minimum required OS version is Windows 10.

Question: I have got Skeleton Keys in my Inventory. What are they for?

Answer: Please be informed that we have implemented a universal item for you to enter the special locations – Skeleton Key. All the items necessary to search them (Small Birds, Autumn Lanterns, Holy Water, etc.) were converted to the Skeleton Keys, but not to the Ice Keys that are needed to search the Santa’s Workshop scene. They can be found in any location or a mini-game.

Question: What is the difference between Energy and Strength?

Answer: Energy and Strength are two different values in the game. You use Energy to explore locations and Strength is required for performing actions in your Friend's game.
To restore energy you can use Red Apple, Orange Juice, Croissant, Energy Drink, Electrum Cocktail and Rabbit Foot. And, when you use Elixirs - you restore Strength.

Question: What is the Great Talisman of Truth, how can I have one?

Answer: The Great Talisman of Truth is an item which you can get if you enter the game every day during 25 days in a row. Please keep in mind that every 5 days you get a part of the talisman - the Chain, the Crystal, the Wings, etc. Please ensure that you visit the game within 24 hours in order to get one of the components.
In case you don’t visit the game on one of these 25 days, you start collecting the Great Talisman of Truth from the very beginning. Pay your attention that in case of missing some days you can restore them for 5 rubies. Once the Talisman is combined, you can use it for 10 days.

Question: How do I charge my friends' locations?

Answer: You can charge your friends’ locations as follows: 

• Go to Friends menu.
• Select a friend and tap Visit icon.
• Tap the locations you would like to charge. Note that the number of charges per friend is limited.
• A checkmark will appear next to the locations you’ve successfully charged.

Question: How does the Lunar Lens booster work?

Answer: When the Lunar Lens is activated, zooming in the location will alter your search list: the items that are out of the visible area after zooming will become greyed out in the search list.

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Troubleshooting section with the answers to random account/billing questions and basic troubleshooting instructions for G5 games:

G5 Friends account questions
Zendesk account questions
Purchase issues
Refunds
How to find your IDFA